The public are being let down by government digital services, according to new research.
Entrust’s G2C Interactions Survey of 3,500 citizens from the US, Australia, Canada, France, Germany, and the UK, reveals that despite widespread use, there are considerable shortcomings in government digital services and the public’s perception of them. Just 52 percent reported positive experiences with government digital services, with 67 percent reporting no improvement since the pandemic, and 18 percent suggesting a decline.
Racing to match private sector
As people become accustomed to the speed and convenience of e-commerce interactions, they increasingly expect similar service levels across all life areas – including their interactions with governments. Most survey respondents (57 percent) expressed a preference for more digital interaction with the public sector, utilising government web portals (39 percent) and mobile applications (18 percent).
However, government agencies burdened by outdated systems, budget restrictions, and multiple solution providers, often fall short of the experience offered by the private sector. Despite 41 percent reporting they interact with government agencies in person, only 15 percent identified this method as their preferred mode of interaction. Similarly, while 35 percent of people use mail to conduct governmental business, only eight percent prefer this method. These disparities suggest a clear disconnect between the ways citizens interact with the government and how they would prefer to do.
Respondents highlighted several issues with government services. Lengthy wait times were a significant problem for 67 percent of respondents, followed by unclear instructions (32 percent), and inconsistent service levels (30 percent). These data points underscore the need for governments to offer more flexible, user-friendly ways for citizens to interact, leading to improved service delivery
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“During the pandemic, we saw an accelerated shift to digitization. While that’s a step in the right direction, there’s a lot of work to be done to ensure those digital interactions are easy to use and secure,” said Jenn Markey, VP of product marketing, payments & identity at Entrust.
“Governments need to meet their citizens where they are and provide a thoughtful, unified, and equitable approach to interactions and transactions. Governments recognizing the benefits of offering both digital and physical options will position themselves as modern global leaders.”
Creating a world-leading digital function
The survey found that respondents prioritise three key elements in their government interactions. By addressing these factors first, governments can keep pace with technological advances and sector trends to deliver an optimal digital user experience:
- Convenience (55 percent): Citizens want services when and where they need them without extended wait times.
- Secure, easy methods of identity verification (53 percent): Interactions should cater to individual preferences, whether they prefer digital biometrics or in-person verification.
- Data privacy (49 percent): Given the rise in cyberattacks in both the public and private sectors, citizens need assurance that their data is secure.
Survey participants identified several other aspects they valued when dealing with government agencies. These include: the ability to track progress (44 percent), self-service capabilities (44 percent), online forms (43 percent), and a consistent user experience across government organisations (36 percent). Interestingly, only a small percentage (eight percent) considered the ability to engage on behalf of others as a priority.
